If a payment fails
What pauses in every workspace of the account while a payment is outstanding, what keeps working, and how to pay it.
Who can do this: the Owners and Billing members of the account, who can pay. Everyone in the account's workspaces sees the pause and is told who can fix it.
When a payment for your account fails, translation, pushes and new members pause in every workspace of the account until it is paid. Reading, editing and export keep working.
What you see
A banner on every page of the account's workspaces names the account and the date the payment failed, and says that "translation, pushes and new members are paused" in the account's workspaces. "Reading, editing and export still work." The Owners and Billing members are emailed, and so are the admins of each workspace, with the names of the people who can pay.
What pauses
- Translation and the other AI features, such as quality checks, suggestions and the assistant.
- Pushes and imports from the API, the CLI, file and browser imports, repository sync and CMS imports.
- Scheduled work, such as automatic translation and repository sync.
- Inviting and adding new members.
What keeps working
Reading and editing translations, settings, exports, delivery to your app from the CDN, and outgoing delivery such as webhooks, pull requests and CMS publishing.
While the payment is outstanding, the account's Usage page counts this cycle at the Free allowance, plan changes are paused, workspaces cannot be moved out of the account, and a new account cannot be started until the invoice is paid.
Pay it
Use the banner's button
The button says what to do: Update card, Confirm the payment when your bank needs to confirm it, or Pay the invoice.
Check the payment
Open Settings, choose the Account tab, then Plan & billing, and select Check payment again. "Payment confirmed. Translation has resumed." means it went through.
When it is paid, every workspace works again at once. Translation runs the pause stopped within the last 72 hours start again on their own. Older ones are not restarted, so start them again yourself.
If it stays unpaid for 30 days after the payment first failed, the subscription ends for non-payment. The invoice stays payable, and the account stays paused until it is paid.
If it doesn't work
- "Stripe has not confirmed a payment yet.": the payment has not arrived yet. Wait a moment, then select Check payment again.
- The banner says the payment "is disputed with the card issuer. Translation is paused until the dispute closes.": the pause lasts until the card issuer settles the dispute.
- A workspace admin sees that "Translation is paused in" the workspace "because of a payment problem on its account.": the message names the account's people who can fix it. Ask one of them to pay.